Customer Experience Facilitator

**Job no**: 493215
**Work type**: Full Time, Temp Full Time
**Location**: Frankston
**Categories**: Administrative, Services

An exciting 12-month parental leave secondment opportunity exists within Council's Customer Experience & Transformation department for a CX facilitator

This is a temporary full-time position (maternity leave replacement) **commencing 2**nd** December 2024** and **ending on 28 November 2025**.

**About the position**

Council's Customer Experience & Transformation Department is seeking a Customer Experience Facilitator who will be responsible for developing the capabilities of the Customer Service team, facilitating training, user testing and contributing to key CX improvement projects. You will also oversee the ongoing maintenance and updating of the Knowledge Management System (KMS), ensuring it remains a valuable resource for the team.

The main responsibilities will include:

- Provide coaching and mentoring to the Customer Service team to align with CX improvement projects.
- Design and facilitate user testing for CX initiatives tailored to business needs.
- Conduct skills and competency analysis to address future needs and encourage continuous CX improvement.
- Collaborate with stakeholders to develop and deliver tailored training, communication, and presentations for CX projects.
- Provide targeted recommendations for training and development, ensuring alignment with organisation objectives.
- Analyse and evaluate existing training programs to assess impact and effectiveness.
- Assist in the development and implementation of quality frameworks across customer service functions.
- Oversee the ongoing maintenance, updates, and improvements of the Knowledge Management System (KMS).

Key projects in the next 12 months:

- Customer Experience Business Partnership Model
- Customer Service Capability Uplift Program
- KMS Uplift and maintenance

**About you**
- Experience in capability uplift and system optimisation, particularly in customer service environments.
- Relevant experience, ideally with an understanding of the unique operations of local government.
- Proven ability to work within a project team to deliver key projects on time and to a high standard.
- Strong skills in coaching, mentoring, and facilitating training programs.
- Experience in conducting skills analysis and tailoring development solutions.
- Familiarity with adult education principles and a passion for fostering continuous learning and improvement.
- Excellent stakeholder engagement skills, with the ability to collaborate across departments.

**Benefits of working at Frankston City Council**

Be part of a workplace that is looking to transform the way that we work and build on our values "Kinder, Fairer, Smarter". As an employee, you will have access to benefits such as:

- Hybrid Working Model
- Flexible working hours
- Rostered Day Off
- Access to professional and career development opportunities
- Paid Parental leave
- Paid Christmas Shut Down Leave
- Free onsite parking (Civic Centre)
- Employee assistance programme
- Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre.

This position is a Band 5 currently remunerated at $80,750.44 per annum, plus superannuation.

The for this role can be found on the Frankston City Council Careers page.

**Application Requirements**

In order to be considered for this position, please submit a resume and a cover letter clearly outlining why you should be considered for this position.

**Culture at Frankston**

Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.

Council has zero tolerance for child abuse. Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers.

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.

**Pre-Employment Information**

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.

**Advertised**: 30 Oct 2024 AUS Eastern Daylight Time
**Applications close**: 06 Nov 2024 AUS Eastern Daylight Time